Support chatbots are increasingly being used in New Zealand to resolve queries or issues, according to a recent report from the AI Forum of New Zealand.
These chatbots are often used to provide assistance to people who cannot afford the services of professionals such as a lawyer or counsellor, or do not feel comfortable sharing their problems with another person, stated the report, titled Towards Our Intelligent Future – An AI Roadmap for New Zealand.
The report noted that digital humans will also increasingly become a key part of everyday customer experiences.
Southern Cross Health Society announced in April that it intends to launch an AI-powered digital assistant this year, claiming to be a world-first step for a health insurer (see: Southern Cross Invests in Digital Human…).
Creating an emotional connection is becoming more important alongside the power of embodied brand in a digital world, says AI Forum of New Zealand Executive Director, Emma Naji.
“Bringing humanness into digital experiences can result in increased sales conversions and higher customer advocacy,” she says.
Southern Cross’ said its AI persona was built using AI company FaceMe’s Intelligent Digital Human Platform and will offer Kiwis a new way to learn about health insurance and how it can add value.
“A digital human can answer questions often asked about health insurance, such as how the New Zealand health system works, what health insurance can cover you for and education around pre-existing conditions,” said Southern Cross Health Society Chief Executive, Nick Astwick.
The Health Society’s digital human will be available on desktops, tablets and mobile phones.
Click here to view the full report from AI Forum New Zealand.